Zoff Makda
About Zoff Makda
Zoff Makda serves as the Head of Operational Resource Planning at Legal & General, where he has worked since 2015. He has extensive experience in resource planning and operational management, having held various roles at Telefónica UK and Capita - TV Licensing.
Current Role at Legal & General
Zoff Makda serves as the Head of Operational Resource Planning at Legal & General since 2015. In this role, he leads an operational planning team focused on delivering comprehensive business planning, resource modeling, workforce management, real-time and tactical planning, as well as management information (MI) and performance management. His leadership ensures that the team provides robust support and contingency planning across key skill areas, contributing to the strategic direction of the Insurance Customer Service business.
Previous Experience at Telefónica UK
Zoff Makda has extensive experience at Telefónica UK, where he held several positions from 2001 to 2013. He started as a Planning Analyst from 2001 to 2004, then progressed to Business Planning Manager for O2 Prepay in 2004. He served as Forecast and Scheduling Manager from 2005 to 2008 and later took on the role of Senior Resource Planning Manager from 2009 to 2013. During his tenure, he completed a feasibility study on IEX Total View and Impact 360 and led various planning projects, including VCC/WFM Extension and Transformation.
Experience at Capita - TV Licensing
From 2013 to 2015, Zoff Makda worked at Capita - TV Licensing as the Head of Planning & Performance. In this position, he was responsible for overseeing planning and performance metrics, ensuring operational efficiency and effectiveness within the organization. His role contributed to the overall performance management framework at Capita.
Technical Skills and Expertise
Zoff Makda possesses advanced technical skills in various workforce management and reporting tools. He is proficient in Injixo WFM, Microsoft Office, Qmax, and Avaya call routing and call management systems. His expertise includes creating complex models for reporting, forecasting, scheduling, multi-skilling, and managing shrinkage across diverse scenarios, which enhances operational planning capabilities.
Educational Background
Zoff Makda studied at Shadsworth, where he gained foundational knowledge that supports his career in operational resource planning and management. His education has contributed to his ability to lead teams and manage complex planning processes effectively.